Crisis Response & Protocols When a crisis occurs, having a clear and well-defined initial response checklist is crucial for effectively managing the situation and minimizing its impact. The checklist below provides a step-by-step guide to immediate actions that an organization should take when a crisis occurs, including a suggested timeline to ensure timely and efficient response.
Action
Time Line
Description
Owner
Completed
Immediately notify all members of the Crisis Response Team (CRT) using pre-established communication channels (e.g., group chat, email, phone). Activate the CRT, including designating a meeting point (physical or virtual) for initial coordination. Collect all available information regarding the crisis from reliable sources with time stamps (internal and external).
Notify & Activate Crisis Team
Immediate
Gather Information
Immediate
Assess the Situation
Document the situation, including time, date, source of information, and initial assessment.
Immediate
Set up secure communication channels for the CRT to ensure information flows efficiently. Ensure all team members are aware of and can access these channels. Assess and, unless deemed essential, temporarily pause all scheduled social media posts and paid media campaigns to prevent insensitive or irrelevant content from being published. Assess and, unless deemed essential, ensure all newsletters, advertising and paid media are temporarily paused to prevent insensitive or irrelevant content from being published.
Establish Communication Channels
Immediate
Pause Social Media
Immediate
Pause All Media & Marketing
Immediate
Begin monitoring news outlets, social media platforms, and other communication and media coverage.
Set Up Media Monitoring
Within 30 minutes to 1 hour
Set up social listening with relevant keywords, topics and hashtags. Keep a close eye on comments and direct messages to stay on top of the narrative and hide anything inappropriate.
Set Up Social Media Monitoring
Within 30 minutes to 1 hour
Destinations International CRISIS COMMUNICATIONS HANDBOOK
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